Associate, WFM Real Time Management Onsite

Concentrix • Lake Mary, FL • 5h ago

Key Responsibilities

Real-Time Queue Monitoring : Monitor Line Adherence, intraday call volumes, queue performance, and agent availability across voice, chat, email and other channels to ensure service levels are met.

Incident Management : Provide Tier 1 and Tier 2 troubleshooting support for real-time operational and system issues; initiate and participate in rapid escalation processes to minimize impact on client operations.

Traffic Routing & Adjustments : Monitor and manage call routing, DNIS settings, overflow strategies, and media campaign configurations across various platforms and client accounts.

Downtime Coordination : Support coordination during system outages or tool downtimes by documenting incidents, notifying stakeholders, and maintaining regular communication with operations and clients.

Performance Reporting : Analyze real-time performance metrics, staffing gaps, shrinkage trends, and forecast deviations; recommend corrective actions to meet intraday goals.

WFM Collaboration : Work closely with WFM scheduling and forecasting teams to ensure staffing aligns with intraday trends and client expectations.

Stakeholder Communication : Maintain regular updates with operations managers and clients regarding real-time status, issue resolutions, and potential risks to SLA delivery.

Platform & Tool Utilization : Utilize WFM platforms, ACD systems, and service management tools to execute real-time activities and log incidents accurately.

Process Improvements : Recommend real-time process enhancements to improve workforce utilization, adherence, and overall service performance. ?

Candidate profile:

Minimum of 1-2 years of call center experience a requirement

Workforce management experience required.

Strong computer and analytical and MS Excel skills is a requirement.

Experience with CMS and NICE IEX software is a requirement.

Comfortable working in a fast paced environment

Strong communication skills

Ability to make decisions in time sensitive ambiguous situations

Ability to simplify complex operations into repeatable processes.

This position supports work performed under a U.S. government contract that requires employees in this role be U.S. citizens or U.S. lawful permanent residents. Employment will be contingent upon meeting this requirement.

The base salary range for this position is $18- $20 hourly pay (pay rate will not be below applicable minimum wage) , plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, registered retirement savings plan, paid time off and holidays and paid learning days.

The deadline to apply for this position is Apr. 20, 2026. This position is for an existing, immediate vacancy. We are currently seeking to fill this role with an individual who can start as soon as possible.

As part of the hiring process, candidates may be required to undergo background screening and identity verification, where permitted by applicable law and consistent with the requirements of the role. Certain verification processes used by the Company or its service providers may involve technologies that rely on biometric identifiers or biometric information, where permitted by law. If biometric identifiers or biometric information are collected, used, or stored, the Company will provide the legally required disclosures and obtain any required written consent prior to such collection, and will handle such information in accordance with applicable biometric privacy laws and Company policies.

Physical and Mental Requirements

The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.

Equal Employment Opportunity

Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.

For more information regarding your EEO rights as an applicant, please visit the following websites:

English: https://www.eeoc.gov/sites/default/files/2023-06/22-088\EEOC\KnowYourRights6.12.pdf

Spanish: https://www.eeoc.gov/sites/default/files/2023-06/22-088\EEOC\KnowYourRightsSp6.12.pdf

Accommodation

Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting app.acco@concentrix.com . All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.

Artificial Intelligence

As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.

LI-Onsite

Work Authorization

In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.

For further information on available work states and Equal Employment Opportunity as an applicant, please visit: https://jobs.concentrix.com/north-america-equal-employment-opportunity-information/

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